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Position Overview
The IT Support Analyst is a key contributor to our Technology organization, responsible for providing exceptional support and proactively managing our core Technology infrastructure. This role is a vital partner to our employees, ensuring they have the tools and support needed to perform their jobs effectively. The ideal candidate is a proactive problem-solver with a passion for process improvement and a commitment to delivering a world-class employee experience.
Key Result Areas (KRAs)

End-User Support & Service Delivery:

• Serve as a primary point of contact for end-users, managing and resolving incoming support requests across a broad range of technologies, including desktop and mobile operating systems, hardware, networking, and software applications.
• Provide expert troubleshooting and technical support for a wide range of hardware and systems, including laptops, workstations, mobile devices, and peripherals.
• Proactively follow up with users to confirm issue resolution and ensure user satisfaction.

Tech Operations & System Management:

• User Account Lifecycle Management: Manage the full user lifecycle, including account provisioning, access management for new hires, and account de-provisioning for exiting employees.
• Device Lifecycle Management: Administer and maintain all Technology assets throughout their lifecycle, including provisioning, remote deployment, imaging, and the de-provisioning of hardware and software.
• Administer and maintain critical Technology systems and services, such as single sign-on (SSO), endpoint management, and directory services.
• Assist in maintaining accurate inventory records of all Technology equipment, software, and licenses.
• Ensure the operational health and functionality of video conferencing rooms and related technologies.

Project Support & Continuous Improvement:

• Serve as a second-level escalation point for complex technical issues, collaborating with other Tech teams and external vendors as needed.
• Proactively identify trends and recurring issues to propose and implement process and documentation improvements.
• Take initiative to automate tasks and implement solutions to enhance efficiency and streamline workflows.
• Develop and maintain comprehensive documentation for both user-facing guides and internal Technology processes.
• Plan and execute small-to-medium Technology projects, ensuring successful outcomes and clear communication to stakeholders.
• Mentor and provide technical guidance to junior staff, fostering a culture of collaboration and knowledge sharing.

Job Qualifications

Required:

• A minimum of 4 years of experience in a systems support role or similar Technology role.
• Proven ability to support and troubleshoot a wide range of hardware, software, and network services.
• Working knowledge of common desktop and mobile operating systems (Windows, macOS, iOS, Android).
• Demonstrated ability to learn and support new and existing Technology services and technologies.
• Experience with Google Workspace and Microsoft 365 (Outlook, Teams, Word, OneDrive, and M365 Admin Center).

Preferred:

• Relevant professional certifications such as CompTIA A+, CompTIA Network+, or Microsoft MD-100/101.
• Experience with a modern TSM solution (e.g., Zendesk, Jira).
• Experience with Google Workspace and Microsoft 365 (Outlook, Teams, Word, OneDrive, and M365 Admin Center).
• Experience with remote management and monitoring (RMM) tools.
• Experience with endpoint management solutions (e.g., Cisco Meraki MDM, Jamf, InTune).
• Knowledge of network fundamentals, including LAN, WAN, and VPN.
• Experience with user management and authentication services (e.g., Active Directory, AD Manager, Entra Admin, Okta, Auth0).

Schedule:

• This role is required to be in an on-call rotation that could require weekend and evening work
• This role requires periodic travel to our remote locations and conferences

Physical Requirements

• Ability to occasionally move or lift office items and Technology equipment.
• Ability to constantly operate a computer and other office productivity machinery.
• Must be able to communicate effectively and clearly.
• Must have vision and hearing corrected to a functional level to perform essential job duties.

Compensation:

Please refer the Job description for details